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Contact Center Value Optimization
White Papers Contact Center Value Optimization (CCVO) is an innovative method for making key staffing and management decisions for inbound contact centers. CCVO breaks from traditional approaches by maximizing the difference between costs and the true financial...
[May 14, 2009, 1:17]
Contact Center Outsourcing: Lessons From the Enterprise
White Papers Contact center outsourcing is a viable option for enterprises needing to provide premier customer service, while controlling capital and operating expenses. Most important, successful outsourcing relationships depend on mutual long-term commitment...
[September 29, 2005, 3:00]
Contact Center Team Productivity Suites Enhance Efficiency
White Papers These packaged solutions merge enterprise applications and Web services developed through a Service-Oriented Architecture (SOA) with IP contact center resources to deliver a new level of productivity applications to agents, supervisors and...
[July 14, 2006, 1:00]
Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction
White Papers Contact Center Analytics is a major factor in keeping customers loyal and satisfied, while maintaining reasonable costs. Learn the best solution for contact center managers in this whitepaper from Siebel Systems.
[January 25, 2007, 11:47]
Contact Center Process Improvement: Taking Control of the Game
White Papers Contact center managers are asking themselves key questions: How can the organization benefit from understanding and using statistics more intelligently? Leading contact centers are linking statistics and best practices in similar ways to better...
[July 25, 2006, 3:16]
Contact Center Costs: The Case for Telecommuting Agents
White Papers In any contact center, labor costs are typically the largest annual expense component, exceeding 60% of total operational costs. This paper looks at how establishing a telecommuting or home agent program can lower costs and be competitive...
[May 5, 2008, 10:18]
GZL Travel Builds a Dynamic Sales and Service Platform With an Avaya Contact Center Express Solution
White Papers The company wanted to build a new customer service contact center which would enable GZL International Travel Service Ltd. As a solution a flexible, easily implemented and maintained Avaya Contact Center Solution that enhances sales, delivers great...
[April 24, 2007, 1:00]
Avaya Contact Center Solution Helps SITEL Corporation Meet Client Needs Worldwide
White Papers SITEL Corp.is one of the few outsourcing companies with both the resources and the experience to design, build and operate comprehensive contact center solutions around the world. SITEL needed a global, multimedia contact center solution to support...
[April 28, 2007, 1:00]
e-Services Group Improves Customer Service and Increases Productivity With Avaya Contact Center Solutions
White Papers For this reason e-Services, with operations in Montego Bay and Kingston, turned to Avaya and its renowned IPT Contact Center Solutions. As larger U.S.and international corporations entrust Jamaican call center outsourcer, eServices Group, with the...
[September 5, 2006, 0:00]
Avaya - Best Practice # 1: Extending the Contact Center - Next Steps
White Papers This webcast explores methods to break down these barriers and allows viewers to more tightly integrate the contact center with the rest of the business - and reduce costs at the same time! The webcast shows how to affordably deploy the contact...
[July 20, 2006, 0:00]
Immaculate Interactions Places Trust in Avaya Contact Center Solution
White Papers Immaculate Interactions is an international contact center providing 24x7 comprehensive services and cost-effective solutions that match global standards of excellence. The company wanted to build an international contact center business to provide...
[September 5, 2006, 0:00]
Ventura Improves Contact Center Performance With Solutions From Avaya and Initiative Software
White Papers Ventura is one of Europe's leading providers of outsourced contact center services. As Ventura's business expanded, it became necessary for the company to expand its contact center capabilities as well.
[September 5, 2006, 0:00]
Mortgage.com Replaces Contact Center Application and Fulfillment System and Captures and Processes More Customers
White Papers The Mortgage.com division of ABN AMRO, a large international bank, is an online mortgage broker that needed a contact center solution to meet the daily challenges of its market segment, which is characterized by highly volatile interest rates and...
[March 23, 2006, 23:00]
Growing Jupiter Shop Channel's Contact Center With Avaya IP Telephony Solutions Enhances Customer Relationships
White Papers The company wanted to cut down call waiting time during order processing and contact center operational cost with proprietary Interactive Voice Response (IVR) and home agents to improve customer satisfaction.
[September 5, 2006, 0:00]
VoIP in the Contact Center - 3 Steps to Success
White Papers A person is charged with introducing VoIP in his or her contact center - the question is how to navigate these uncharted waters? This webcast explains the three key steps a person will need to succeed: why doing a network assessment before starting...
[July 20, 2006, 0:00]
Transportation Company Improves Customer Experience With Contact Center Consulting
White Papers A large transportation company's customer contact center was facing difficulties in servicing the thousands of calls it received daily. To address the issues, the company asked Verizon Business Contact Center Solutions (CCS) Consulting Services to...
[May 30, 2009, 1:19]
Helping Contact Center Agents Improve First Contact Resolution
White Papers Sound practice is to track multiple indictors, but choose only one for reporting contact center performance and for agent evaluation. While there is broad recognition of the value of tracking and managing first contact resolution, a substantial...
[March 7, 2009, 0:25]
Queueing Models for Analyzing Customer Contact Center Operations
White Papers Customer call centers, which represent a multi-billion dollar industry, are evolving into customer contact centers, in which customer contact happens through additional types of media - e-mail, fax, and the Web.
[July 7, 2006, 0:00]
Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base
White Papers Promero, Inc.wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps Promero's clients drive sales and deliver quality customer...
[July 1, 2008, 1:01]
How Cisco IT Migrated Call Centers to IP Contact Center
White Papers One goal of this plan was to use Cisco network and call processing technologies: the Cisco Intelligent Contact Management (ICM) system and, in a later phase, the Cisco IP Contact Center (IPCC) solution.
[March 5, 2008, 0:02]
